Emmanuelle Dahan
About Emmanuelle Dahan
Emmanuelle Dahan is an Incidents Manager Métier at HSBC, where she has worked since 2012, facilitating cross-functional meetings to manage production incidents. With a background in customer service and continuous improvement, she has held various roles at HSBC and BNP Paribas, contributing to effective incident management and customer satisfaction.
Work at HSBC
Emmanuelle Dahan has held multiple roles at HSBC since 2001. She initially worked as a Conseiller clientèle from 2001 to 2005 in the Région de Paris. Following this, she served as an organisateur conseil from 2005 to 2008 in Paris La Défense. Dahan then transitioned to the role of Chargée de qualité from 2008 to 2009, also in La Défense. From 2009 to 2012, she focused on Amélioration continue & team building. Since 2012, she has been working as an Incidents Manager Métier in La Défense, where she has been responsible for managing incidents and facilitating cross-functional meetings.
Education and Expertise
Emmanuelle Dahan studied at CFPB, achieving the Institut Technique de Banque (ITB) from 1998 to 2000. She furthered her education at HSBC, completing the Formation Sig Sigma in 2009 and the Formation AGILE in 2016. These educational experiences have equipped her with skills in quality management, agile methodologies, and continuous improvement, which she applies in her current role.
Background
Before joining HSBC, Emmanuelle Dahan worked at BNP Paribas as a Conseiller clientèle from 1994 to 2000 in the Région de Paris. This six-year experience in customer service laid the foundation for her career in banking and customer relations. Her extensive experience in various roles within HSBC has contributed to her expertise in incident management and customer satisfaction.
Achievements
In her role as Incidents Manager Métier, Emmanuelle Dahan is responsible for defining and monitoring action plans to ensure effective incident management and resolution. She facilitates cross-functional meetings involving technical, business, compliance, and legal teams to address production incidents. Additionally, she conducts impact analysis of transformation initiatives to align with customer-oriented processes and provides detailed reporting to the General Management and Audit teams.